New Job Customer Service Assistant 2 In Ohio

Customer Service Assistant 2
Customer Service Assistant 2

Customer Service Assistant 2

Company : State of Ohio Jobs
Salary : $19.72 an hour
Location : Ohio

Full Description

Primary Location: United States of America-OHIO-Franklin County-Columbus
Work Locations: Charles D Shipley Building 1970 West Broad Street Columbus 43223-1102
Organization: Public Safety
Classified Indicator: Classified
Bargaining Unit / Exempt: Bargaining Unit
Schedule: Full-time
Work Hours: See work hours below
Compensation: $19.72 per hour
Unposting Date: Dec 2, 2021, 10:59:00 PM
Job Function: Customer Service
Job Level: Individual Contributor
Agency Contact Name: Jennifer Pletcher, HCM Sr. Analyst
Agency Contact Information: [email protected]

Customer Service Assistant 2

Job Duties
Ohio Department of Public Safety - Bureau of Motor Vehicles/Drivers License Suspensions Section/Columbus Reinstatement
Work hours: Tuesday to Friday 8:15 a.m. to 5:30 p.m. and Saturday 8:00 a.m. to 2:00 p.m.
Report in location: 1970 West Broad Street, Columbus, Ohio 43223
Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal/external customer service; Listen carefully to internal/external customer's questions &/or concerns & ask appropriate follow-up questions to verify understanding; Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided; Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered; Provide a timely response to inquiries &/or complaints concerning one or more functions of the Bureau of Motor Vehicles (BMV) that requires in-depth knowledge of the applicable rules, laws, procedures, etc. in order to timely process a transaction/answer the inquiry or resolve a complaint (e.g., providing information related to driver license suspensions & their respective reinstatement requirement); Evaluate BMV driver license suspensions (e.g., license forfeiture, judgments, security suspensions, probationary suspension cases, noncompliance cases using various BMV computer systems); Scrutinize file materials to determine if suspension is valid & what course of action is needed to resolve suspension; Review appeals determining length or modification of suspension; Authorize driver license examination when applicable.
Provide information assistance to court officials, law enforcement agencies & to the general public in response to inquiries received via mail, telephone, electronically, fax, or in person regarding driver licenses, driver status &/or requirements for reinstatement of driving privileges that have been suspended due to any case assigned to the section; Compose letters to respond to written & telephone inquiries from the public, attorneys & courts; Handle face-to-face inquiries from the public; Enter information into BMV systems for updating data records; Review computer printouts to determine current &/or proper action to be taken; Determine eligibility for administrative hearings, make recommendations, review decisions rendered by courts & determine appropriate action; Respond to all written correspondence & telephone inquiries related to administrative hearing & court appeals; Research information to determine solutions to questions posed by court officials, law enforcement agencies & to the general public & provide information verbally or in written form; Assist other units throughout Drivers License Suspensions Section when needed.
Testify in Court; Gather, provide, &/or report statistical data for weekly, monthly, &/or quarterly reports; Maintain records, documentation & reports pertaining to each inquiry, either written or by telephone; Attend meetings; Assist in providing training to new customer service assistants &/or cross training to customer service assistants from other work units (e.g., let's employee listen in on calls & shadow performance of other tasks to learn how to handle them & apply appropriate laws, rules, legal interpretations, polices &/or procedures applicable to each situation); Perform other related duties as assigned (e.g., greet customers, make copies, file & separate paperwork).
9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing; 9 mos. trg. or 9 mos. exp. in operation of personal computer.
  • Or equivalent of Minimum Qualifications for Employment noted above.

Major Worker Characteristics

KNOWLEDGE: Public Relations; (*) Office Practices & Procedures (BMV); (*) Agency Policies & Procedures (BMV & ODPS); (*) Law (O.R.C. & O. A.C.).

SKILL: Word Processing (Microsoft Office applications); Equipment Operations (General office equipment).

ABILITY: Reasoning: deal with problems involving several variables in familiar context; Clerical: gather, collate & classify information about data, people or things; Interpersonal: work alone on most tasks; ANSWER ROUTINE TELEPHONE INQUIRES FROM PUBLIC; handle sensitive inquiries from & contacts with officials & general public.

(*) Developed after employment.

Supplemental Information
UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5 – 7 hours per day.
  • This position may be filled by a layoff or certification eligibility list.
  • This position will be filled in accordance with the applicable bargaining agreement.
Background Check Information
  • A BCI and FBI fingerprint check, tax check and background check, may be required on all selected applicants.
  • A comparative analysis and/or drug-test may be a requirement of the hiring process.